We performed a comparison between BMC Helix ITSM and OpenText Service Manager based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"With service requests, we have been able to give visibility to the business users."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"BMC Smart IT is somewhat rigid, but they have a powerful backend that supports our complex need for extension versus customization. Between extension and customization, you can achieve complex business processes. That's one of the main advantages of BMC."
"The solution has good capabilities for analytics."
"This product has helped us to maintain our OLAs (Organisation level Agreements) and SLAs (Service Level Agreements) by tracking incidents, requests, problem records, and change requests, all in the form of tickets."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"It gives us better understanding and control of service management."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It's pretty well-structured in modules."
"Service Manager does what it should, but it's quite outdated."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"We can have all our requests and incidents registered in one system."
"BMC Helix ITSM should improve its price."
"It can have more features for hardware discovery and hardware information. The integration with IQ operations management should be streamlined. ITSM and ITOM should be more integrated, and there should be better integration from Helix Discovery to Helix CMDB. There were some issues regarding this integration, and they were difficult to resolve in big environments. We have a lot of devices and users to manage. Therefore, the integration should be better."
"Support could be better."
"From time to time, we had issues with stability, but I think that is our fault due to extra processes that we implemented to fit our business needs."
"Provide documentation on the content of the REST API interfaces. Right now, it is pretty much non-existent."
"Encountered issues with scalability and stability."
"In the next release, I would like to see AI used for classification or categorization."
"They should add some of the bolt-ons into the initial setup, such as chat."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Pure cloud-based native functionality is lacking."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Customization can be difficult at times because scripting is often required."
"The product's technical support services need improvement."
"The solution does not interface well with other products and is difficult to implement."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"I don't see anything lacking."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while OpenText Service Manager is ranked 16th in Help Desk Software with 48 reviews. BMC Helix ITSM is rated 8.0, while OpenText Service Manager is rated 7.2. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of OpenText Service Manager writes "Excellent pricing with great change management and service management capabilities". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and TOPdesk, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and IBM Maximo. See our BMC Helix ITSM vs. OpenText Service Manager report.
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